基于Kano和QFD模型的智能公共设施设计研究

Design of Intelligent Public Facilities Based on Kano and QFD Models

目的 设计出符合公众需求的智能公共服务设施,从而帮助公众更加高效地获取文化信息和公共服务。方法 基于质量功能展开法(Quality Function Deployment,QFD),将公众偏好融入智能公共设施设计中。首先,根据用户访谈、现状调研、量表问卷等方式,整理并划分出公众对智能公共设施需求的不同类别;其次,利用Kano模型计算公众偏好评分和选项的优先级类别;最后,利用公众偏好和产品特性搭建QFD质量屋模型并计算出相对权重。结果 通过Kano和QFD模型相结合的方式,能够得出智能公共设施在设计过程中的重要度排序。第1位的是通过公共设施与智能手机连接建立个性化定制服务;第2位的是智能操作层面的人机数据互联技术。此外,产品外观和交互界面的排名靠前,而艺术化设计和易操作性是公众关注的重点。结论 公共设施用户群广泛,设计过程需要充分考虑公众需求。Kano模型和QFD质量功能展开模型能够将公众偏好进行客观准确的计算,划分出需求类型和重要度排序,为设计者设计出服务更加准确、文化传播更加综合的智能公共设施提供了可行性方法指导。

The work aims to design intelligent public service facilities that meet the needs of the public and help the public obtain cultural information and public services more efficiently.Based on QFD quality function expansion method,public preference was integrated into the design of intelligent public facilities.Firstly,according to the basic methods such as user interview,current situation survey and scale questionnaire,different categories of public needs for intelligent pub-lic facilities were sorted out and divided.Secondly,the Kano model was used to calculate the public preference rating and the priority categories of the options.Finally,a QFD house of quality model was built based on public preference and product characteristics and the relative weights were calculated.Through the combination of Kano and QFD models,the importance ranking of intelligent public facilities in the design process could be obtained.The first was the establishment of personalized customized services by linking public facilities with smart phones.The second was the intelligent opera-tion level man-machine data interconnection technology.Product appearance and interactive interface ranked top and ar-tistic design and easy operation were the focus of public attention.Public facilities have a wide user base,and the design process is required to refer to public needs.Kano model and QFD quality function expansion model can objectively and accurately calculate public preferences,divide need types and importance ranking,and provide feasible method guidance for designers to design intelligent public facilities with more accurate services and more comprehensive cultural commu-nication.